Fleet Dispatcher

Auto Club Group•North Charleston, SC

4d•Onsite

About The Position

The Fleet Dispatcher dispatches emergency roadside assistance calls to members and/or club fleet personnel by radio, telephone, or electronic channels. The role receives and manages emergency and commercial road service calls using a computer-aided call processing system. It involves geographic location spotting and map reading, and providing detailed directions to fleet service or contracted personnel to determine a member’s or customer’s location. The position is on-site at 7315 Cross County Road, North Charleston, SC 29418. It operates in a temperature-controlled office within a 24 x 7 operation. The schedule is flexible and may include evenings, weekends, holidays, and overtime based on business needs and member demand. Compensation is hourly, between $16.86 and $20.00 per hour, with the offer rate determined by experience. The Auto Club Group offers a benefits package that includes medical, prescription, dental, and vision coverage; insurance and disability options; retirement savings; paid time off and leave programs; tuition and certification support; career development opportunities; complimentary AAA membership; and adoption assistance. A high school diploma or GED is required.

Requirements

High school diploma or equivalent (GED).
Ability to navigate computer systems and accurately enter data using a standard keyboard.
Basic math skills, including addition, subtraction, and percentages.
Experience resolving customer concerns and issues.
Ability to prepare written communications and respond to customer inquiries.
Basic knowledge of geography and ability to provide directions.
Strong verbal communication and active listening skills for phone and in-person interactions.
Ability to work effectively in a fast-paced environment.
Availability for a flexible schedule that may include evenings, weekends, holidays, and overtime based on business needs and member demand.
Regular and reliable attendance.

Nice To Haves

Knowledge of policies and procedures related to emergency road service benefits.
Ability to read and comprehend Customer Care service tools, such as manuals and work models.
Experience dispatching calls.
Experience in a call center environment.

Responsibilities

Monitor dispatched calls and take action to resolve or correct service and other potential problems.
Handle driver and customer escalations in accordance with established procedures.
Explain service issues to customers and document them in reports.
Close service requests using the company’s electronic dispatching system.
Accept payment from members or customers when necessary.
Reconcile and resolve basic payment issues and maintain related records and files.
Assist coworkers and less-tenured dispatchers as necessary.
Dispatch emergency roadside assistance calls to members and/or club fleet personnel by radio, telephone, or electronically.
Receive and manage emergency and commercial road service calls using a computer-aided call processing system.
Use geographic location spotting and map reading to provide detailed directions to fleet service or contracted personnel.

Benefits

Medical plans with multiple coverage options, including HSA eligibility.
Prescription drug coverage.
Dental and vision benefits.
Employee Assistance Program.
Company-paid basic life insurance and optional supplemental life insurance and dependent coverage.
Short-term and long-term disability coverage.
Critical illness, accident, and pet insurance options.
401(k) plan with company matching and additional company contributions, subject to the stated eligibility and vesting terms.
Health Savings Account and Flexible Spending Account options.
Accrual-based paid time off.
Company-paid holidays, mental health day, floating holidays, and volunteer day for eligible employees.
Paid parental, bereavement, jury duty, and military leave programs.
Tuition assistance of up to $5,250 annually, with 80% covered by ACG.
100% reimbursement for eligible professional certification programs.
Career development and advancement opportunities.
Complimentary AAA membership with roadside assistance and travel discounts.
Adoption assistance program.